Team Leader - Patient Access
Newton-Wellesley Hospital(NWH)

The Patient Access Team Lead is responsible for the efficient operations of the Patient Access Department. The Team Lead is a subject matter expert for the team, so while still completing patient access duties; serves as the person to whom team members come to ask questions and guidance Ensures that productivity is appropriate and without errors.

Performs all duties in all registration areas assigned. Acts as liaison between staff and management for input regarding continuous quality improvement in area assigned. Performs projects as needed for areas assigned. Reports process and or personnel issues to management. Currently holds a position in one of the registration areas, along with being cross trained in other registration areas. Monitors staff using reports: QA, ensure HLC completed in a timely manner and daily staff assignment to sites of service. Participates in training of staff as needed.

• Team Lead will handle escalated calls, coordinate breaks for team members, participate in projects to improve Patient Access. Assisting Patient Access leadership to promote effective and efficient department operations and achieve revenue cycle goals by serving as a leader to front line staff.

• Provides leadership and general supervision for assigned registration department areas. Has on call responsibility. During this on call period, is a resource to the staff for questions and staffing decisions. Is required to provide coverage only when alternative plans could not be developed. Assist Manager and/or Supervisor in creating staff schedules and ensures adequate coverage.

• Model AIDET guidelines in all interactions with the patient and ensure staff are adhering to the patient experience expectations.

• Promote and demonstrate excellent customer service.

• Maintain QA statistics (including patient wait times, etc.) and report results to Supervisor or Manager.

• Oversee the daily activities of the registration area to insure department standards are met.

• Assist Supervisor and/or Manager in educating registration staff of any changes pertinent to their roles.

• Drives team-related work and activities forward and ensure tasks are handled to completion.

• Shows great skill and ability to be resourceful in a team and uses available resources to achieve the highest possible results.

Displays good planning and organizing skills and ensures that all team activities are run in a proper manner

Qualifications
Education

• High School diploma.

Experience

• Expertise in multiple registration routines, medical terminology, and third-party insurance knowledge are also required.

• Keyboard proficiency and good typing skills of at least 25 WPM are requirements for this position.

Knowledge and Skills

• Must be able to demonstrate strong interpersonal skills and the ability to perform in a team-oriented environment.

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